Treasure Island Jackpots Casino - Not Paid After 2 Months

I won 10k in December. They have all required docs on file. 2k of my withdrawal was approved on Jan. 21 with remaining in pending status. Its been well over 7 business days as stated in the terms of service and still no payment. Also, I'll like to add I never use any bonus on my deposits and the terms of service states the max withdrawal is 2k for deposits with bonus, but doesn't specify a max on withdrawals if a bonus is not used. I didn't expect this kind of delay and a 2k limit when I play on my own money and none of the casinos. While I had email communication with the accounts team since Dec., they haven't responded to my latest email from over a week ago.

Received this email today (doesn't sound promising but at least a response):

Dear Eric,

Good day! Unfortunately, we have found that there was a technical issue with third party issuers regarding payout batch which included yours.
We greatly apologize for the inconvenience. Rest assure that we will contact you as soon as this issue has been rectified.